Customer Care Representative
Friendly Fire is a young, dynamic, and growing company with an informal yet professional work environment. We are based in Amsterdam and are actively involved in organizing concerts and events, as well as booking and managing domestic and international artists. For these artists, we arrange performances at clubs and festivals, plan careers, and maintain contact with other stakeholders such as agents, record labels, (tour) managers, publishers, etc. We work with and for artists including Lana del Rey, Kensington, Yade Lauren, Måneskin, Krezip, Khruangbin, Big2, Caribou, Ry X, alt-J, Ilse DeLange, George Ezra, and many others. We also produce events such as Best Kept Secret, Tuckerville, Indian Summer Festival, and Live At Amsterdamse Bos; we are involved in hundreds of bookings for Dutch and international artists in the club and festival circuit; and we operate a theater company.
Friendly Fire strives to be a diverse organization, so it doesn’t matter to us where you were born, what you believe in, or who you love. We’re curious about your talent and your ideas.
We are looking for a customer service representative (m/f/x) to join our marketing team starting January 1, 2023.
We view strong customer relations as an essential part of our communication and marketing efforts, which is why we’re looking to add a new role to our team focused on customer service. In this role, you’ll maintain contact with our ticket buyers and answer questions from our festival fans and concertgoers! As a customer service representative, your main focus will be answering questions received regarding our festivals (Best Kept Secret/Indian Summer Festival/Tuckerville) and our promoted shows at AFAS Live, the Amsterdamse Bostheater, Ziggo Dome, Rotterdam Ahoy, and Johan Cruijff ArenA.
You manage various inboxes and social media channels and are able to empathize with our customers. You also help draft communications for ticket buyers and other stakeholders.
You’ll work to find accurate, quick solutions to questions, identify bottlenecks, and liaise with Friendly Fire’s internal and external stakeholders as needed to provide our customers with information as quickly as possible. This way, you’ll ensure that our visitors have the best possible festival day or concert experience!
The work includes the following tasks, among others:
- Responding daily to customer inquiries received via various social media platforms, email, and other channels;
- Monitoring reactions to social media posts during peak times, such as shortly before and during shows, announcements, ticket sales launches, and festivals;
- Community management with a passion for music and our products;
- Regularly preparing reports on trends in customer contact.
Who are you?
You enjoy quickly helping people and providing them with the right information. The number of questions and complaints can be high during a major concert one week and somewhat lower during the tail end of a festival. In other words, you can handle varying levels of pressure well. You’re creative both in writing and in coming up with solutions. You are knowledgeable, professional, detail-oriented, and leave no question unanswered. You can work independently but know when to escalate an issue or ask for further clarification.
Knowledge of the music industry isn’t required, but a passion for (live) music will give you an edge! You’re also flexible regarding your work schedule and hours year-round, and you’re able to step in on weekends and evenings when needed and/or provide customer service on-site. The peak workload is highest around summer, and we want to be flexible regarding the number of hours worked per week. You’re computer-savvy and, of course, can express yourself well in Dutch and English! Knowledge of French is a plus.
You'll be working in a five-person marketing team, and—if you'd like—there's plenty of opportunity to work from home.
We’re also very interested in hearing about other personal qualities and skills you can bring to our team. We encourage everyone to apply, even if you don’t fully meet all the job requirements.
What do we offer?
- A 16- to 24-hour workweek, with the option to work more hours when there is more work available;
- A flexible job with flexible hours and a flexible work location, featuring busy periods during the summer season and quieter times in between—ideal, for example, as a supplement to freelance work;
- Working in a young, dynamic, and ambitious team;
- A nice office in Amsterdam-Noord, with the option to work from home if you wish;
- A 9-month employment contract with the possibility of a permanent position;
- Access to all the concerts and festivals we're working on
Want to learn more or apply now?
For more information about the job opening and the application process, please contact Bianca Sno at 020 – 2401 001. You may also apply directly by emailing your cover letter and resume to b.sno@friendlyfire.nl by Friday, November 4.
